General Description:

The Technical Support Analyst will provide end-user technical support, front-end application support. This person must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner. Finally, the Senior Technical Support Analyst must possess strong hands-on technical skills and a high degree of customer service in a fast-paced environment.

Duties:

• Daily help desk management through receipt, analysis and resolution of help desk tickets.
• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries. Provide support for various IT related requests (Hardware/Software), including investigating and troubleshooting issues.
• Setting up, replacing and/or troubleshooting desktops, laptops, printers or mobile phones.
• Managing user accounts per request and auditing account permissions/policies.
• Maintaining operational, configuration, and other procedures and documentation.
• Strong affinity for software application support.
• Handling non-critical IT department matters such as equipment orders.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles. 
• Publishing support documentation to assist staff with requests for information & provide staff training if required. 
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Work with external technical support where problems cannot be resolved in house.
• Participating in off hours or on-call schedule as needed.
• Recycle equipment, including clearing all data machines.
• Ability to convert technology concepts to business solutions.
• Ability to manage multiple tasks concurrently and self-prioritize workload to meet deadlines as an individual and in a team environment.
• Strong organizational skills and ability to work independently.
• Leads IT projects as directed by the IT Manager.
• Provide weekly updates to IT Director and update project plans accordingly.
• Valid drivers license needed.

Offer contingent upon ability to pass a pre-employment physical, drug testing (federal panel), background check and motor vehicle report.